Visa 13.9 — Non-Receipt of Cash/Load Value

What it means

The cardholder claims they did not receive cash from an ATM withdrawal or load value from a prepaid/gift transaction.

Common causes

• ATM dispense error or partial dispense
• Gift card or digital value not delivered or activated
• Load transaction failed but account was debited

Evidence that helps you win

• ATM or terminal journal showing successful dispense
• Gift card activation records and redemption logs
• Processor confirmation of value load completion
• Surveillance or terminal error logs if dispense failed